Interaction Feedback

Interaction Feedback lets you create and manage post-call surveys that invite a customer’s view of your organization and service as a whole. By merging survey results with operational data from your contact center, information becomes a more powerful tool to measure satisfaction and pinpoint key satisfaction drivers for improvement at the same time.

Simply license the Interaction Feedback module to the all-in-one Customer Interaction Center® (CIC) platform and application suite — no third-party integration required - and Interaction Feedback delivers the missing piece of your business performance management puzzle: The customer perception.

• Simplify the survey process. Create and activate surveys using Interaction Feedback’s wizard-guided approach, which eliminates the need for technical expertise and complex programming.
• Access survey results quickly. Review completed survey results immediately to assess the impact of an interaction on a survey score. To listen to the interaction itself, access and play call recordings just as quickly via the integrated Interaction Recorder® application.
• Compare external/internal service perceptions. Identify service gaps and formulate improvements to ensure customer retention.
• Best practices built in. What questions to ask? How many? Best wording? Interactive Intelligence has partnered with the international consulting firm CFI Group to offer a best practices approach to customer satisfaction surveying.